BTC Bahamas

Bringing Digital to BTC Customers

A Vibrant Digital Experience

Overview

Telecommunications, and business, for that matter, in the Bahamas is quite a bit different from what we're used to in the states.

Our first trips to the Bahamas were nothing short of business anthropology lessons. We learned about all of the unique aspects of Bahamian culture that would ultimately influence business and digital strategy.

For example, the mail in the Bahamas is not viewed as a reliable source for conducting business, and going to a BTC store to pay your bill is something of a social event. Customers aren’t as focused on getting in and out of the store as quickly as possible. Instead, they chat with neighbors and friends as they wait to pay their bills — unless of course, they are elderly — in which case cultural norms dictate they may skip the line.

Services Provided

Our goal was simple; push BTC to the next level of digital service for its customers.The Customer Experience

Service Plans

BTC's new website allowed customers, for the first time, to see available plans and phones without visiting a store.

Though plans and phones cannot yet be purchased online, this was a major step forward. As a business with heavy in-store traffic, allowing customers to learn about options before entering the store reduced customer wait times, which ultimately increased the number of transactions that could be conducted in a single day.

In addition to simply seeing what is available, the site also enables visitors to estimate monthly usage and find the right plan for their needs.

Support Center

Support for BTC occurs primarily in-store and through social media.

BTC even lists its Facebook and Twitter hours since these are seen as primary methods for contacting the company.

To help reduce the workload of support employees and to reduce in-store help requests, the BTC website introduces a number of features to enable users to self-serve their support issues. The support center includes live chat, FAQs, and even coverage maps to help customers understand where they can and cannot use their mobile phones.

Connecting BTC's customers in a variety of ways.

Whether it's through a simple site search or BTC's online phone book, customers can now get connected easier than ever.

A Better Way To Explore

The phone book is one of the most widely used features of the BTC site. While phone books are used less today in many parts of the world, in the Bahamas they are still commonplace. Digitizing phone books and making them searchable was a big step forward for consumers in the Bahamas. BTC customers now have an easier way to find contact information anywhere they can access the internet.

Alongside the BTC Phone Book is a robust search tool that provides quick access to information for all BTC customers. Visitors can easily navigate to phones, plans, and helpful information simply through keyword search.